Turkiye Finans

Turkiye Finans customers prefer to contact their local branch. Sometimes during busy periods their calls went unanswered. To solve this problem, Genesys helped the bank to connect the branch network to the contact center,

Now, customer calls are forwarded after a few rings to agents in Istanbul. This approach leveraged the bank’s existing phone system, resulting in improved customer service, at lower cost.

Employees work more efficiently too. Contact center agents can instantly see the availability of branch experts and bring them into the customer conversation. And the bank no longer has to hire extra staff to manage peaks in demand.

Benefits:

21% increase in answered calls

Complaints about problems reaching branches down from 10% to only 0.5%

Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.